Kyle Christian
Hamburg,NY
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
General Manager
Clean Team Inc
07.2023 - Current
- Manage projects using continuous improvement techniques to increase efficiency and reduce costs within sales, logistics, and customer service departments:
- Developed systems to track customer issues and enabling identification and addressing of trends resulting in a 446% decrease in consistent complaints.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and client loyalty in a highly competitive field.
- Performed Root Cause Analysis of operational issues that resulted in implementation of successful permanent solutions
- Collected data relevant to performance and efficiency and used data to drive decisions
- Developed project goals for supply chain improvements and operations improvements. Resulted in permanent reduction of supply costs by 23% and service related labor costs of 14%
- Increased business Google Reviews by 300% improving average score from a 4.2 to a 4.7.
- Created weekly status updates for projects under my supervision and reported issues to corporate management, presenting potential pathways to resolution
- Cross-coordinate with internal and external stake holders to introduce new software, systems, and technologies
- In collaboration with corporate sales and marketing departments developed and implemented business plans resulting in YOY growth of recurring revenue by 98%.
- Created warehouse SOPs related to new technologies and trained staff
- Served as main point of contact between the logistics, sales, finance, HR, Customer Service departments.
General Manager
ODP
07.2022 - 07.2023
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and retail sales.
- Directed comprehensive sales efforts to exceed sales of print departments by 141% YOY, and to achieve 108% of sales plan. While maintaining expenses to 97% of budgeted allowance.
- Drove the successful execution of numerous large-scale projects while closely managing cost constraints so as to not exceed initial budgets.
- Boosted employee retention by developing and fostering positive work environment.
- Fostered culture of continuous improvement, introducing goal setting and recognition resulting in exceeding of quarterly customer satisfaction and loyalty sign up goals.
General Manager
Value City Furniture
09.2019 - 06.2022
- Oversaw a team of 21 full time staff members
- Developed collaborative team environment enabling the principles of SCRUM
- Ensured running of Daily Scrum, Sprint Retrospective, and Sprint Review
- Results include: Achievement 127.5% of most recent year fiscal sales plan, while in tandem reducing and controlling operational waste resulting in achievement of 141.5% of most recent year controllable income plan
- Implemented of a culture of coaching and accountability resulting in an increase of team members KPI's: Average order from $981 to $1,482; Closing Ratio from 21.4% to 23.9%; Order completion from 84.7% in year prior to 90.9% for year end of most recent year
- Provided guidance on implementation of Delivery Operations into location
- 80% increase in total customer reviews resulting in improvement of Google rating from a 3.6 to a 4.4 rating
Operations Manager
Value City Furniture
01.2018 - 09.2019
- Oversaw a team of 16 full time staff members, spread amongst 3 departments and 9 inside sales representatives
- Responsibility for all delivery, payroll, and operating expenses on a 5.5 million P&L statement
- Reduced operational loss resulting in reduction of yearly operating shrink by over 50%
- Implemented a pareto analysis of current customer service reviews, developing training for customer service department resulting in Google rating increasing from 2.5 at time of arrival to 4.3 at end of tenure
- Improved delivery completion from 91.3% to 95.7%
Senior Director
YMCA
01.2017 - 11.2017
- Increased grant based funding 15% over budget through improved record-keeping and reconciliation
- Grew Net Promoter Score (Customer Satisfaction Survey) from 43% to 65%
- Reduced Annual Government Safety Inspection Violations from ~ average of 3 per inspection to 0
- Developed annual operating objectives and plans programs
- Recruited, hired, trained, supervised, mentored and evaluated staff as well as volunteers relative to program responsibilities
- Developed and implemented programs for all sites
- Served as primary point of contact between registration, logistics, and operations department
- Completed and
- Obtained and maintained New York State Accreditation Standards
- Conducted staff meetings, visitations, evaluations, customer contact, and supervised day-to-day operations of program sites.
Senior Program Director
YMCA
12.2015 - 01.2017
- Supervised 4 FT, and 150 PT staff within 5 departments
- Grew revenue 6% from 2015 to 2016
- Increased Total Departmental Program Participation: +12% (7,193 to 8,039)
Developed, implemented, and managed operating plans to promote program and membership growth - Developed, and managed assigned operating budgets (income and expense) to ensure that revenue targets were met and expenses were controlled
- Managed the staff – recruited, hired, trained, developed, supervised and evaluated, in assigned program areas
- Ensured high quality member-focused programs through innovative program development, evaluations and on-going training of staff
- Created marketing plan and promotion schedule as it relates to the promotion of programs and events
- Assured compliance with state and local regulations
- Ensured all Department Operations are consistent with the Association procedures. Including safety, insurance, incident/accident reports, purchasing, HR and Payroll procedures, accounting, maintained appropriate logs and records
- Provided data and reports as required for assigned programs.
Program Director
YMCA
05.2012 - 07.2015
- Achieved an over 50% average growth of departments supervised from 2012 - 2015
- Increased weekly program attendance rates from 30 to 175; and daily participation from 15 to 70
- Achieved ‘Distinguished’ rating on 2013 & 2014 performance reviews
- Increased net promoter quality score from 48% to 78%
- Oversaw $1.25MM budget Planned and created new and innovative programs that met the objectives of the strategic plan
- Conducted periodic evaluations of existing programs and developed improvement plans
- Researched community needs and implemented programming to address these needs
- Monitored equipment for safety and purchased new equipment and program materials as necessary
- Supervised staff to ensure an emphasis on quality programming and services
- Established service priorities in line with organizational objectives, and in consultation with the Executive Director
- Acted as a liaison and specialist to local government and community groups on behalf of the organization.
Education
MBA -
Western Governors University
Salt Lake City, UTSkills
- Effective leader
- Leadership and team building
- Problem resolution
- Operations management
- Team leadership
- Staff management
- Training and development
- Customer relationship management
- Verbal and written communication
- Staff training and development
- P&L management
Certification
- Google Project Management, Professional Certificate – Coursera and Google.
- Project Management Professional (PMP) - Project Management Institute.
- Professional Scrum Master (PSM) - Scrum.org.
- RBSM - BSCAI
Timeline
General Manager
Clean Team Inc
07.2023 - Current
General Manager
ODP
07.2022 - 07.2023
General Manager
Value City Furniture
09.2019 - 06.2022
Operations Manager
Value City Furniture
01.2018 - 09.2019
Senior Director
YMCA
01.2017 - 11.2017
Senior Program Director
YMCA
12.2015 - 01.2017
Program Director
YMCA
05.2012 - 07.2015
MBA -
Western Governors University
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